Complaints

This profile includes complaints for Talkspace's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Talkspace

  2578 Broadway # 607 New York, NY 10025-5642

  
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  Talkspace

  254 W 54th St Fl 13 New York, NY 10019-5516

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 10/19/2022 Amount paid: $125 No response from business Promised that I would pay $0 for therapy sessions because they took my insurance. Never received confirmation of any appointment made, and they claimed I missed the appointment and charged me $125.Even if I did miss the appointment I never made or was reached out about being made, it should have been charged to my insurance. I made no appointment with this company.

  Business Response

  Date: 10/26/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.
  

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,

  Talkspace Escalation Support

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ******
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was matched with my Talkspace provider for therapy on 09/04/22. I paid $336 ($100 was paid by my insurance) for 4 live therapy sessions and daily texting with a therapist. My therapists first available appointment wasnt until 09/17/22, so I booked that one. I was told I needed to book appointments with my therapist by 10/04/22 as to not lose my credits so I booked 3 other appointments, all of which were after 10/04/22 due to my and my therapists availability. (She only is available 2 days a week). On 10/04/22, I was emailed saying my subscription had been cancelled and all my subsequent appointments would be cancelled as well. I at that point only had 1 appointment out of the 4 that I paid for. I tried to get back into my account to resubscribe but Talkspace was trying to get me to pay another $336 for another month. My issue is that it says in my receipt that the original payment was specifically for 4 appointments and I only got one. I also was unable to book appointment before that date due to the availability of the therapist I was matched with, so it was physically impossible for me to use all 4 sessions in the allotted time even though its clearly expressed in the receipt that the payment was for 4 sessions, not for a monthly subscription. I also tried texting my therapist on the app (which I also paid for as noted in the receipt) and I never received a response back. I want to be reimbursed for the 3 sessions I didnt use at the bare minimum, but I think a full refund is more appropriate as the services I received were less than what was desired and expected.

  Business Response

  Date: 10/26/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.
  

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have four 25 dollars charges and one ******************************************************************************************** my insurance app and it has the convenience factor of being treated wherever but all they have done is taken my money and will not respond to my refund request.

  Business Response

  Date: 10/26/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.
  

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:09/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Talkspace therapy for over a year. On 7/13/22, I received an email (attached) confirming that my plan had been cancelled. I hadn't cancelled my plan and had a session scheduled on 7/18. I contacted customer service through the website that day asking for my plan to be reinstated (there was no phone number or other way to contact them). The *** said it was easy to start a plan again, but that option wasn't showing up for me on the website. I messaged again on 7/15 and on 7/17 received a response (attached) saying that I should let them know which room to reopen. I responded within an hour but received no response. My therapist agreed to meet with me on 7/18 even though the account was cancelled. I messaged customer service again on 7/24 and 7/27. On 7/31 I received a message stating they were aware of the issue and were working on a solution. On 8/3 I responded saying I had decided to leave Talkspace because of the lack of customer service. On 8/11 I received a canned response asking why I was cancelling, supposedly from the same person but with no reference to what had happened. On 8/12 (a month after my first message) I finally received an answer to my question (attached) explaining that my insurance voucher ran out. I had never received notice that my insurance had a voucher or an expiration date. ****** asked what she could do to help, and I told her to pass my complaints on to her manager. On 8/31 I got bills from Talkspace for two sessions, including the 7/18 one after my account had been cancelled. I contacted Talkspace on 9/19 requesting that they give me the final session for free since it was after my account had been cancelled and before I'd heard back from customer service. Today I received a response (attached) saying that since I was the one to cancel the account (which I wasn't!), the charge was valid. I am furious at the lack of compassion or even basic customer service from a company that is supposed to be providing mental health care.

  Business Response

  Date: 11/17/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client on 11/8/2022.
  

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/30/22, I created an account, and provided my health insurance information. Talkspace advertises it accepts my carrier.On 7/1, I was charged the full amount. An insurance claim was NEVER made on my behalf.On 7/3 I reached out to customer support to find out whether my insurance had been applied. I did not receive a response. After a horrible experience with the therapist I was matched with, I switched, and reached out on 7/11 seeking a refund for unused sessions, and to follow up on my insurance inquiry. The session credit refund was addressed, the insurance issue was not. I followed up again on 7/13, and on 7/22 was advised that my insurance did not cover the service.I followed up with my insurance company and was advised that Talkspace WAS a preferred provider. On 8/15, I advised support that my carrier covers Talkspace. I received no response. I followed up on 8/21 and on 8/23, and finally, support contacted me on 8/26 requesting my insurance info. I provided the info, and was advised on 8/28 that Talkspace accepts my carrier, but it is not covered by my carrier in NY, but that they would review further and get back to me.After no response, I followed up on 8/29 and 8/30 at which point support pointed me back to the original sign-up form which would place a charge hold on my credit card. I requested, AGAIN, that my insurance be applied to the room I had ALREADY set up with my insurance info, at which point I was passed off to a different support associate, ******* on 8/31.******* requested the insurance information AGAIN, which I provided, and advised he would confirm coverage was available and that this would take 2 business days.I followed up on 9/7, 9/8, 9/9, and 9/12 , and to date, have received no response. Further, a claim has NEVER been made against my insurance.This deceptive business practice is a bait and switch - Talkspace advertises they accept insurance, and then proceed to NEVER even attempt to make a claim against the insurance.

  Business Response

  Date: 10/30/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client.
  

  We apologize for the inconvenience. Please reach out to support and let us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response is patently false. The issue has not been resolved. To date, Talkspace has not filed any claims with my insurance company on my behalf, and I continue to pay the entirety of fee out of pocket. Talkspace closed my support ticket on 10/25, despite outstanding inquiries. At their request, I completed a survey advising unequivocally that the issue was NOT resolved. In fact, I submitted a claim to my insurance company, which was approved. The insurance carrier remit payment to Talkspace, but Talkspace has not issued a credit to my account, and has not responded to my inquiry regarding the same.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  *********************************************************
  
  
  
  
   
  

  Business Response

  Date: 11/07/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved directly by our Resolution Specialist, providing a deeper explanation of the billing process and subsequent claims.
  

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began trauma therapy with a provider through TalkSpace. My insurance member ID number changed, so I began the (weeks long) process of trying to keep my same provider. There is no avenue to just update insurance on the website, and while attempting to "check my coverage", I kept getting placed with a new provider. I emailed customer service to correct the issue and connect me with my original provider. The wait time for any response varies from 3 days to weeks to no response at all. TalkSpace customer service is inadequate for resolving any issue, as the reps sending emails are not able to correct any issues or the answers make no sense. TalkSpace has charged me the initial matching fee multiple times, as I tried to reconnect with my provider, but TalkSpace has not provided any service or any assistance to do so. Providing such essential and sensitive services comes with a responsibility to customers to assist in technical issues, and TalkSpace is just unequipped to do so. It essentially holds patients beholden to it because a patient cannot easily switch to a different provider due to the nature of the services, and providers are not available through any other avenue than TalkSpace. TalkSpace is unable to adequately provide the services it advertises, and the failure to do so is catastrophic to its customers/patients. No one would accept this from a business providing physical medical services, and it should not be tolerated from one providing mental health services either.

  Business Response

  Date: 11/17/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client on 10/31/2022.
  

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Talkspace never addressed my complaint. I had to dispute the charge with my credit card company because it would not respond. This company is predatory. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 12/14/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account found that the issue has been addressed and resolved directly by the Talkspace Customer Support team and the client on 10/31. On 11/1, the client expressed for us not to contact them any further.
  

  We apologize for the inconvenience. Please let us know if there is anything else that we can help you with.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 4 virtual video-based therapy sessions. After paying the amount we were assigned a therapist who only had available sessions 1.5-2 months out. So we booked those, however as the next month came around we were charged $286 for the next month and got another 4 sessions that we realized we wouldnt be able to use for a couple months out. It then became apparent that this is a scam. You are charged monthly to get 4 sessions but you cant use them for 2 months out so under this model wed have to continuously pay to receive the sessions we would have paid for already. Stopping the recurring charges loses access to the platform even though you still have unused sessions. Therefore because with the current billing mechanism you would endlessly be paying into to have access to the platform required to have the appointments you have already paid for. This equates to being unable to have access to services paid for not-yet-rendered unless paying for another set of services which themselves wouldnt be able to get access to unless paying for more future services.I received a partial refund of $146 but would like a full refund so another $146.

  Business Response

  Date: 11/28/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and have refunded the full amount of the $286 charges back onto the account. Please allow 3-5 business days for processing.
  

  Please let us know if we can assist in any other way.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a talkspace physiatrist and have gotten no response for over 3 weeks I keep asking for my money back it is evident that they cannot fill the needs of their customers if they cannot even get me my consultation. They make sure you cannot call them . I would like a full refund for services not rendered immediately.They owe me $265.00 dollars

  Business Response

  Date: 11/17/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and have refunded the $265 charges back onto the account on 9/28/2022. Please allow 3-5 business days for processing.
  

  Please let us know if we can assist in any other way.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:09/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was informed on the website that my credit card information will stay on file and will not be used until the first therapy session is booked. However yesterday on 9/12/22 Talkspace took two transactions out of my checking account. One for $10 and one for $316. This is not how it was explained on the website. I am a single mom of two small girls, with these transactions I have no money to feed my kids. I do they a paycheck for almost two weeks from yesterday. I spoke with my bank and I was told there was nothing the bank can do. Please help me!

  Business Response

  Date: 11/17/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and have refunded the $316 charges back onto the account on 9/16/2022. Please allow 3-5 business days for processing.
  

  Please let us know if we can assist in any other way.
  

  Sincerely,
  

  Talkspace Escalation Support

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon signing up they said they would match me with a provider, then an hour later I was charged my 25 copay plus some other 10 undisclosed charge and then I couldn't get an appointment for literally a month and a half out so I opted out. I can't get a response from the support email, I have been waiting over 8 days now. There were absolutely NO services rendered. This all happened within the space of 4 hours. How do I get my money back?

  Business Response

  Date: 11/28/2022

  Hi,
  

  Thanks for reaching out to Talkspace Escalation Support.
  

  We have looked into the account and the $25 co-pay charge was refunded back onto the account on 9/19. Please allow 3-5 business days for processing.
  

  Please let us know if we can assist in any other way.
  

  Sincerely,
  

  Talkspace Escalation Support